Development of a questionnaire to measure consumers ’ perceptions of service quality in Australian community pharmacies

Recent changes within community pharmacy have seen a shift towards some pharmacies providing “value-added” services. However, providing high levels of service is resource intensive yet revenues from dispensing are declining. Of significance therefore, is how consumers perceive service quality (SQ). However, at present there are no validated and reliable instruments to measure consumers' perceptions of SQ in Australian community pharmacies.
Source: Research in Social and Administrative Pharmacy - Category: Pharmaceuticals Authors: Source Type: research